PSA: Workflow / Email Template Changes

6 votes

I have been attempting to create service desk workflows for tickets within the PSA and have noticed some pretty big items that are needed in order to get it working like other systems I have dealt with in the past.

Workflows

-Workflow hierarchy so that rules are run in the order that they are configured/assigned

-Stop flag option needs to be added in conjunction with hierarchy so that you can specify where a workflow ends.

-Notifications need to have an option to not email the user that is making the change. If set to notify resource, resource updates, do not email resource. Really just designed for user/other employee updates.

-Conditions need to have the NOT CHANGED option for circumstances when multiple actions are happening at the same time and you do not want duplicated notifications from different workflows

Email Templates
-Fields on email templates need to be edited so that they do not contain spaces. This messes up creating Buttons or pictures with links.

Under consideration Suggested by: Trent (20 Jan, '22) • Upvoted: 02 Oct, '22 • Comments: 0